In a super-app ecosystem, channels refer to all available portals and interfaces that are published for customers, partners, and internal teams to access the ecosystem’s functionalities. This includes applications and interfaces that are designed for customers, as well as web portals that are available for partners and business entities to manage their business with additional tools compared to the customer version.
While mobile applications are typically the most popular and convenient channel for customers, internal teams such as system admins, finance teams, fraud experts, and monitoring and auditing teams also require their own internal management interface to maintain the system and monitor the overall activities. External partners should also have their own published interface that gives them the tools to report, configure and manage stocks, and fulfill orders.
A successful ecosystem leverages all available channels and touchpoints with the consumer base, starting with trendy digital channels like mobile apps and online portals, and extending to applicable integrations with social media platforms. The system should also include legacy interfaces like USSD and IVR to widen the spectrum of access for all potential customers, ensuring a convenient and seamless user experience.